Job Description

Salary: Not Specified Location Type: Not Specified Employment Type: Not Specified

Company Information

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organization.

Position Overview

Like other Managers, Support Managers at GitLab see the team as their product. While they know how to communicate with customers, their time is spent hiring a world-class team and enabling their team to succeed. With Support Engineers, Support Managers own the customer support experience and are always looking to improve the efficiency of our support. Due to the platform nature of GitLab, they must also coordinate across departments to accomplish collaborative goals.

Some examples of projects that managers have been involved in shepherding:

• A tool to quickly analyze strace output
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com

Responsibilities

• Hire a world-class team of Support Engineers who are focused on delivering excellent technical support
• Help Support Engineers level up in their skills and experience
• Drive team members to be self-sufficient and meet KPI goals
• Build processes that enable team members to collaborate and execute
• Hold regular 1:1s with all members of your team
• Help GitLab better understand our customers and their business goals
• Create a sense of psychological safety in your team
• Train Support Engineers to conduct technical interviews
• Improve the customer experience in measurable and repeatable ways

Requirements

• Experience leading Support Engineering teams
• Extensive experience building and scaling teams
• Focus on employee development and the achievement of desired results
• Advanced analytical and problem-solving skills
• Experience creating and implementing new processes and procedures
• Affinity for (and experience with) providing technical customer support
• Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to development team, to resolution
• An understanding of what it takes to execute complex Linux System Administration tasks
• Prior Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)

About the Team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and help GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The collaboration here at GitLab is extraordinary and exciting. Support Engineers collaborate on solving complex problems and participate in regular pairing sessions, one-on-ones, as well as coffee chats and Slack conversations, which help them stay connected. Support Team members are core contributors to our customer experience.